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Oxfordshire Garden Furniture - Returns and Aftersales Policy
Last updated on 27.02.09
Returns Policy - General
In compliance with the Consumer Protection (Distance selling) Regulations 2000, goods can be returned within 7 days. It is the responsibilty (including the cost) of the consumer to return the unused goods in their original packaging using a safe and secure method to return the goods. Proof of despatch may be required. Goods should be returned to our Warehouse Address. Please ensure that you contact us either by email or Telephone to confirm the address. Once the goods have been received we will refund the consumer using the original payment method. Original delivery costs incurred will be deducted from the total amount before refunding.
Should you wish to cancel your order after delivery has been made, you will be required to contact us as soon as possible within 3 days (72 hours) after delivery has been made, either by:
- emailing us at customerservices@oxfordshiregardenfurniture.com to request a call back for returns, or
- phoning us on 01295 671190 with your order reference number and delivery details to hand
In all cases, your produt must be complete and in 'as new' condition. If you have opened the box to examine the product, you must have done so without damaging or marking the product or packaging. The product must not have been used or set up. It should be returned with the original box and packaging, along with any accessories you received with it. Cushions and cushion covers, weather covers and associated fixtures and fittings should be untouched and in the original packaging. Any free gifts received with the product(s) must also be returned.
If you follow the above steps and the terms of cancellation and refund have been agreed, we will issue you with a full refund for the cost of the product(s) only. Oxfordshire Garden Furniture will not refund any delivery charges associated with the order being cancelled and/or refunded.
Refunds will take approximately 5-7 working days to be credited to to the card used for payment, and will be subject to the goods arriving back to our warehouse in the condition which they left.
If you would like us to collect the goods from you, the following collection charges apply.
| Product Type | Collection Charge |
| All Indoor and Outdoor Furniture - UK Mainland ONLY | £55.00 |
| Post Codes PO30-41, BT, IM, TR21-25, GY1-9, JE, IV, KE, ZE, HS, KA27-28, PH19-44, PA20-88 | £110.00 |
If you return two or more items or sets together, you will only incur one collection charge. The collection charge will be taken at the same time as we refund your purchase price. This will be shown separately on your refund receipt.
Whilst the goods are in your possession you must take reasonable care of them and not use them. Extra care must be taken when storing the goods prior to collection. Any damage incurred whilst in storage which renders the product or its packaging unsalable will result in forfeiture of all monies.
We cannot offer a refund when:
- you have taken the goods directly from the stand at our show
- you cancel your order after the allotted 7 day “grace” period as per our Terms and Conditions of Sale
- the goods are returned to us in an unsalable condition or in any condition other than the condition to which they were delivered and received
- the goods were a special order to your specification
Faulty goods
The following are guidelines for all goods ordered for delivery.
Wherever possible we will respond to your individual circumstances.
The following are guidelines for all goods ordered for delivery.
Wherever possible we will respond to your individual circumstances.
If there is a fault or other defect with your order, we will normally offer a replacement service as long as the goods are checked within 72 hours of delivery. Failure to check the goods delivered within 72 hours will result in Oxfordshire Garden Furniture being unable to exchange or refund your goods. You will always have the option of an exchange or refund if we are notified of defects within 72 hours of delivery. In all cases we reserve the right to inspect the product and verify the fault. In order to do this, Oxfordshire Garden Furniture requires images of the product to be sent to us either by post or via email to customerservices@oxfordshiregardenfurniture.com quoting your Order Number, to ensure that our Quality Control has adequate information regarding the fault prior to our collecting and replacing the furniture. We will not agree to a replacement or refund without images first being seen.
To qualify for a refund or exchange the product must be:
- in otherwise 'as new' condition
- complete with any accessories and free gifts offered with it
- with the original box and packaging
You can either return the product to our showroom or phone Customer Services on 01295 671190 to arrange a collection. Customer Services is open from 9am to 5pm, Monday to Friday. Any refund due to a fault or other defect will include a refund of the applicable delivery charge. In these cases, we will also pay for our costs of collecting goods if they are not taken into a store. Replacement goods are sent by standard delivery only. Premium services are not available. If a fault occurs while you are abroad, please contact us after you return to the UK.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.
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